What if I need to change my order?
We process orders quickly, but we’ll do our best to accommodate any changes to your order. The best way to change or cancel an order is to call us Monday through Friday between 10AM-6PM ET at 973.699.0095
What’s the status of my order?
To check on the status of an order, sign into your account using the email address and password you used during checkout. Once you’re signed in, click “Orders” from the menu. You’re always welcome to reach out via email@example.com, or by calling Monday through Friday between 10AM-6PM ET at 973.699.0095
How do I order multiple plants with different ship to addresses?
If you are interested in purchasing multiple plants using different ship to addresses (e.g. one for you and one for your bff), please place a separate order for each address.
Can I get same day delivery?
At this time we are not offering same day delivery. If you’re local to NYC, you may visit our shop at 84 Hester Street. It is open 7 days a week. Monday-Thursday 12noon-7pm and Friday-Sunday 11am-6pm. For NYC exclusive offerings, place your order before 12noon to choose next day delivery, or another future date Monday-Thursday.
Interested in placing a bigger order?
To purchase lots of plants for a special project or occasion (quantities greater than ten), send an email to firstname.lastname@example.org. We’ll be happy to help.
When can I expect my order?
The processing time depends on several things: the type of order, the type of plant, and when you place it.
We try to limit the plant's time in the box as much as possible in order to ensure it arrives happy and healthy. Most plants can be shipped Monday through Friday, in order to make sure they don’t get stuck in a mailroom over the weekend. Orders received before 11AM EST are potted, packed and shipped that day. Please note shipped orders will take 2+ days to arrive, depending on location.
Where do you ship?
We currently ship within the contiguous US to all 48 states.
Why are some plants exclusive to NYC?
Our plant offerings for NYC Delivery are delivered locally by our team. We are unable to ship them at this time — but we’re working on it!
We want you to be happy with your new houseplant! If for any reason you are unhappy, unless specifically noted on the product page, we allow returns and exchanges up to 30 days after your purchase. Email us at email@example.com to process a return or exchange.
Please note Floor Plants that are exclusive to New York City are nonrefundable and do not fall under our 30-Day promise.
30-Day New Plant Owner Promise
Not everyone is born with a green thumb. We understand. People say to us all the time “But I’ll just kill it! Plants hate me.” We promise, they don’t. Being a plant owner takes a little practice just like anything else, but the benefits of greenery are worth it. We don’t want a past negative experience with a plant (OK, so you did kill that adorable philodendron last year – time to talk it out in therapy, and move on) to stop you from trying your hand at being a plant owner. That’s why we offer a 30-Day New Plant Owner Promise.
Our 30-Day New Plant Owner Promise to you:
- We choose long-lasting indoor plants, which means your job is minimized
- We offer clear, easy care instructions
- We are always available to answer questions and hold your hand should your plant mate require extra TLC
- If for any reason your plant dies in the first 30 days, we will replace it – no questions asked
Repeat after us, “I DO have a green thumb. I DO have a green thumb, I do!” Now go find your perfect plant mate already.
SECURITY & PRIVACY
Should you have additional questions, email us at firstname.lastname@example.org.
I am a retailer, can I buy product from The Sill at wholesale?
Our American Made ceramic planters are available for wholesale purchasing. Wholesale orders will be considered for select brick-and-mortar retailers in the US. If you are interested in carrying The Sill in your retail store, please introduce yourself by email and include the name of your store and a link to your website.
Please understand that not all requests for wholesale orders may be met. Commitment will be based on compatibility with prospective retailer, current workload, and timeline. Email email@example.com for pricing and arrangements.
FAQS - GENERAL PLANT DELIVERY QUESTIONS
Why does my potted houseplant look different than the photos on the site?
It is the nature of handmade pottery and living plants to have slight variations in color, texture, finish, and size. When you order a handmade container from The Sill, you are choosing a one-of-a-kind piece, thus you can expect there will be subtle differences from what is displayed online. If you feel as we do, this is part of the charm of handmade pottery! And plants are living, breathing things – no two are exactly alike! Finally, while we make every effort to display our potted plant colors as accurately as possible, the colors you see will depend upon your monitor. If ever you are unhappy with the differences in your piece versus what is displayed online, please contact us firstname.lastname@example.org.
My order arrived damaged, what do I do?
Every plant is fragile and the shipping process is not always kind (and sometimes doorman and messenger centers are even less kind). Please inspect your package when you accept the delivery. Should your order arrive damaged, email a photo to email@example.com along with the order number within 48 hours of receiving the delivery. We’ll happily replace your order or issue you a credit.
What type of payment do you accept?
We accept all major credit cards. Please note that online orders may be executed with real-time credit card processing, and your card may be charged before your order is delivered.
FAQs - COMMON PLANT CONCERNS
Check out here